Refund policy
At TowelPlus, all products are custom-made to order and produced specifically for each client. Because of the personalized nature of our products, we maintain a strict but fair refund policy to ensure clarity and transparency for all orders.
Please read the following carefully before placing your order.
Custom & Made-to-Order Products
All TowelPlus products are custom-produced based on your selected specifications, including logo, design, size, and quantity.
For this reason, all sales are final once the order has been approved and production has begun.
We do not offer refunds, returns, or exchanges for:
- Custom-designed or personalized products
- Bulk or wholesale (B2B) orders
- Orders where mockups/designs have been approved
By placing an order with TowelPlus, you acknowledge and agree that your items are being produced specifically for you and cannot be resold.
Design & Mockup Approval
Before production begins, customers are provided with a digital mockup for review and approval.
It is the customer’s full responsibility to carefully review all details, including:
- spelling and text
- logo placement and sizing
- colors and layout
Once a mockup is approved, TowelPlus is not responsible for any errors present in the approved design.
Approval of the mockup confirms that all details are correct and production may proceed.
Printing Tolerances & Alignment
Due to the nature of textile printing and manufacturing processes, slight variations in design placement are normal and unavoidable.
While we take great care to match approved mockups as closely as possible, customers acknowledge and accept that:
- Logo or design placement may vary slightly from one item to another
- Alignment may not be perfectly identical across all units
- Minor shifts in positioning (within industry-standard tolerance) may occur
These variations are considered standard in the printing industry and do not qualify as defects or grounds for refunds, returns, or chargebacks.
Order Cancellations
Orders may be canceled within 24 hours of placement, provided production has not yet started.
Once a mockup has been approved or production has begun, the order cannot be canceled, modified, or refunded.
Damaged, Defective, or Incorrect Items
We stand behind the quality of our products.
If your order arrives damaged, defective, or significantly different from the approved mockup, please contact us within 5 business days of delivery.
To process a claim, we may require:
- clear photos of the issue
- packaging photos
- order details
If the issue is confirmed, we will offer a replacement or appropriate resolution at our discretion.
Product Variations
Due to the nature of textile manufacturing and printing processes, minor variations may occur and are not considered defects.
These may include:
- slight color differences from digital mockups
- fabric texture or finish variations
- stitching or hemming differences between batches
These variations do not qualify for refunds or replacements.
Shipping & Delivery
Once an order has been shipped and marked as delivered by the carrier, TowelPlus is not responsible for lost, stolen, or delayed packages.
Customers are responsible for:
- providing accurate shipping information
- ensuring a secure delivery location
Any delivery-related issues should be addressed directly with the shipping carrier.
Chargebacks & Payment Disputes
By placing an order with TowelPlus, you agree to contact us directly to resolve any concerns before initiating a chargeback or dispute with your payment provider.
Filing a chargeback without first attempting to resolve the issue may be considered a breach of this agreement.
TowelPlus reserves the right to dispute any chargeback with supporting evidence, including:
- approved mockups
- order confirmations
- communication records
- delivery confirmation
Contact Information
If you have any questions regarding your order, please contact our team:
Email: info@towelplus.ca
Website: www.towelplus.ca
We are committed to working with our customers to ensure a smooth and professional experience.